Account Order Coordinator

Allentown, PA, United States
Feb 03, 2017
Mar 31, 2017
Contract Type
Full Time
This position is a key member of a customer account team, responsible for providing total customer service in a cost efficient manner. Along with the Account Payment Coordinator and the Account Manager, the AOC is responsible for managing the order and invoice process flow for a specific group of customers to ensure customer satisfaction. This individual manages the relationship for one or more major Nestlé customers.
Customer Advocate. Manages customer order and return processes including:
 Working with buyers, re-order buyers, receiving and transportation departments and supply chain to ensure customer satisfaction.
 Independently works with all levels of Nestlé to resolve carrier issues, warehouse issues, and/or issues with supply chain, master data which may negatively impact the customer.
 As the customer advocate, the AOC is encouraged to follow policy. However, the AOC is expected to question policy and has the authority to recommend exceptions to policy when it makes business sense to do so.
AOC's are expected to analyze the root cause of issues impacting the customers and recommend creative solutions to these issues. AOC's are expected to develop process improvements, including recommendations for system, policy and procedure enhancements.
Initiating and coordinating account team meetings (Sales, Account Manager, AOC), account visits, customer visits to the centers. Developing presentations for Customer Service Team, Account Team, Internal and External customers. These meetings, presentations can be for public relations or problem solving purposes.
Regularly uses discretion in resolving customer issues. Has the authority to work with customers, buyers, transportation managers, receiving departments and supply chain. Has the discretion to educate internal and external customers concerning policies and procedures. AOC's work independently with customers to resolve issues (layering, minimums, receiving, lead time, issues with returns).
Has the discretion to recommend exceptions to normal policy as follows: out of area shipments, orders to ship in less than the allowed lead time, pricing weight exceptions working with DVP's, exceptions to the “ship with” policy. AOC's also use independent decision-making in dealing with Sales (AM) and divisions to uphold company policy. They have the authority to reject a request.
Has the authority to work with all levels of Mgmt. Including DVP's to ensure customer satisfaction.
Has the authority and discretion to arrange meetings and presentations for internal and external customers for both problem solving and public relations purposes. This can include visits to customers, plants, DC's, arranging for the customers and account managers to visit the Customer Service Center.

 Prior Customer Service experience desired
 College degree preferred
 Availability for travel and to work beyond regular scheduled hours
 Excellent written and verbal communication skills
 Proficient in mainframe and PC systems applications
 Ability to work with multiple systems
 Analytical skills, good problem solving abilities
 Able to work in a team based environment
 Ability to work in a fast paced environment and handle multiple tasks
 Ability to work with independently with minimal supervision
 Excellent decision making skills